SG-1100 Intermittent Reboots

  • Netgate

    Netgate has become aware of an issue with our SG-1100 product. Some customers have reported experiencing intermittent reboots. Based on return unit analysis, we have been able to isolate the issue to out of tolerance components that intermittently fail under specific heat-induced conditions.

    While we strive for a zero failure rate on all products, there are always factors out of our control. We are working with the component supplier and our manufacturing partner to resolve this issue as quickly as possible.

    Thankfully, thousands of SG-1100's have been commissioned without incident, and we are not seeing an exceptional return rate - even as a result of this sporadic issue. That said, if your unit is experiencing repeat reboot conditions, please contact support here.

    As always, rest assured Netgate will do the right thing for our customers and the pfSense community at large.

  • LAYER 8 Global Moderator

    While its always sad to see this sort of thing sneak through quality control - this sort of response is what make make me happy to be part of the netgate/pfsense community.

    In the 10 some years I have been part of the community their commitment to quality is what keeps me here.

    Thanks for the info Jim!

  • This is a textbook example of how these matters should be handled. Faults will happen, but the amount of time and trouble that can be saved from making this kind of info available is exactly why this community and the pfsense products are THE BEST :-)

    Just out of curiosity, where is the quality issue located? The powersupply or maybe the flash storage?

  • Netgate

    @keyser it's power-related.

  • My supplier told me, that there will be no replacement until october 2019.
    Is that true?

    Because i bought a SG1100 and have to face that issue.

  • Rebel Alliance Netgate Administrator

    If you are having an issue, please open a support ticket with us, include the NetgateDevice ID.

  • I seem to be experiencing this issue. Another user referenced this topic:

    I did not opt-in for paid support, what are my options?

  • LAYER 8 Netgate

    Please contact support at Paid support is for configuration, etc., not hardware issues.

  • So, I had mine less than two weeks and noticed reboots. I opened a ticket and they said it had to be sent in. It was sent in a few days ago. Guess I should have done a little more reading but this is a little frustrating to buy something and it only work right for a few days. Any idea how long turn around is to get a replacement or whatever happens?

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